Purpose: To outline procedures and practices in place to help identify and remove barriers that would impede anyone with a disability from accessing Company products and services.
Scope: This policy applies to all employees, consultants, contractors and volunteers conducting business for and/or representing the Company.
Policy: This Company is committed to preventing, identifying and removing any barriers that could impede the ability of people with disabilities to access care and services. More specifically, the Company will use every reasonable effort to ensure that its policies, practices and procedures are consistent with the following guiding principles:
That goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities.
That the provision of goods or services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services.
That persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
When communicating with a person with a disability, all employees shall do so in a manner that takes into account the person’s disability.
Every effort will be made by employees to accommodate and assist a person with a disability in the use of any form of assistive device or service, including the use of service animals and support persons, so that the person will be able to obtain, use or benefit from the Company’s goods or services.
Assistive Devices: A device used by a person with a disability used to carry out activities or in accessing goods and services. Examples include wheelchairs, canes, crutches, hearing aids, and real-time captioning services (on-screen typing of what speakers are saying).
Disability: As defined under the Ontario Human Rights Code, as follows:
(a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
(b) a condition of mental impairment or a developmental disability,
(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
(d) a mental disorder, or
(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”).
Use of Service Animals: The Company will accommodate the use of service animals by persons with disabilities who are accessing our services and facilities that are open to the public and third parties. We will ensure that all individuals this policy applies to are adequately trained in how to interact with persons with disabilities who are accompanied by a service animal. Under this policy, to be considered a service animal it must be readily apparent that the animal is being used because of a person’s disability or the person with a disability has provided documentation from a physician or nurse confirming that the animal is required because of that person’s disability.
Use of Support Persons:
The Company is committed to welcoming persons with disabilities who are accompanied by a support person, and shall ensure that he person with a disability can access his or her support person while on the premises. Under this policy, a support person is a person who accompanies a person with a disability to aid with communication, mobility, personal care, medical needs or has access to goods or services. Where a person with a disability is accompanied by a support person, both persons are permitted to enter the Company’s public areas together and shall not be prevented from having access to each other while on the premises.
Notice of Temporary Disruptions:
From time to time, the facilities used by persons with a disability to access the Company’s goods or services, may not be available for utilization. Examples include a closed entrance with a wheelchair ramp, an elevator, accessible washrooms and accessible parking. When this occurs, either on a planned or unplanned basis, the Company will notify customers promptly and the notice shall be posted at a conspicuous place on the premises. Such notice shall include the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available.
The Company shall ensure, on an ongoing basis, that all persons who provides goods or services to the public on behalf of the Company, and every person who participates in developing the Company’s policies, practices and procedures governing the provision of goods and services to the public, are adequately trained on the requirements of the accessibility standards referred to in the Accessibility for Ontarians with Disabilities Act (“AODA”) and its Regulations. In addition, the Company will provide training on the Ontario Human Rights Code as it pertains to persons with disabilities to all of its personnel.
Training will include a review of the AODA and the requirements of its Regulations, as well as instruction in the following matters:
Interacting and communicating with persons with various types of disabilities;
Interacting with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person.
How to use equipment or devices available on the Company’s premises that may help with the provision of goods and services to a person with a disability.
What to do in the event a person with a disability is having difficulty accessing the Company’s goods and services.
Providing staff with the Company’s accessible customer service plan.
a) with a particular type of disability is having difficulty accessing the Company’s goods or services.
A detailed record will be kept by the Company of the content, dates offered and attendance at its training sessions.
The Company will ensure that its processes for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request. The Company will prepare a document that described the feedback process and will make it available to any person upon requests.
In order to ensure that the Company is receiving and responding to feedback from the public about the manner in which it provides goods and services to persons with disabilities, the public is encouraged to contact the Company as follows:
In Person: Operation Manager -Tim Golden
By Telephone: 519-842-8911 (Operation Manager)
By E-mail: Please address your concerns to - email@example.com
By Mail: Please address your concerns to: Operations Manager
21 Clearview Drive, Tillsonburg, Ontario N4G 4H5
By diskette or other: Please address your concerns to Operation Manager
All feedback will be reviewed and a written reply, by mail or e-mail, will be sent to the person(s) providing the feedback.
A copy of this Policy will be given to any person upon request, in a format that takes into consideration the person’s disability, if any. A notice to this effect will be placed in a conspicuous place in the premises and on the Company’s website or by such method as is reasonable and accessible.
Modifications to this or other policies
Any policy of the Company that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. These Accessibility Standards for customer service may be modified to enhance accessibility for people with disabilities
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